DigitalCNC Enterprise Support & Maintenance Terms

 

These Support & Maintenance Terms are incorporated into the DigitalCNC End-User License Agreement (EULA). In the event of any conflict, the EULA prevails.

Support and Maintenance are integral components of all subscription licenses. They are included at no additional charge unless optional premium tiers are introduced in the future.

  1. Scope of Support

1.1 Supported Product

Support applies exclusively to licensed, unmodified installations of DigitalCNC Software running on officially supported versions of Microsoft Windows.

1.2 Included Support & Maintenance Services

As part of the subscription license, DigitalCNC provides the following enterprise-grade services:

  • Assistance with installation, activation, and initial configuration of the Software • Diagnosis and remediation of Software defects, crashes, and malfunctions
  • Guidance on published and documented Software functionality
  • Interpretation of Software error messages and system behaviors
  • Access to maintenance releases, security patches, stability updates, and minor enhancements • Ongoing compatibility maintenance for supported controllers, Windows versions, and interfaces

Support is limited to DigitalCNC Software and does not extend to customer hardware, machine systems, Windows configuration, or third-party integrations.

  1. Exclusions

The following items are expressly outside the scope of Support & Maintenance:

  • Windows operating system failures, corruption, instability, update failures, or reinstallation requirements
  • Driver malfunctions, unsupported controller drivers, COM/USB communication issues • Machine firmware defects or upgrade failures
  • Electrical, wiring, grounding, noise, or EMI-related problems
  • Network permissions, firewall configurations, antivirus interference, or group policy restrictions • Custom macros, scripts, post-processors, or third-party code modifications
  • Physical hardware failures, machine crashes, or damage to machines, tooling, fixtures, or workpieces • Recovery of corrupted configuration files, databases, or user data

Hardware integration, commissioning, machine setup, and on-site diagnostics are delivered only through billable Professional Services.

  1. Support Model

3.1 Standard Support (Included with Subscription)

All subscribed customers receive:

  • Email/ticket-based support
  • Coverage during standard business hours (Monday–Friday, local business hours) • Assistance with software issues impacting operational workflows
  • Access to maintenance updates and product improvements
  • Diagnostic analysis for reproducible defects

3.2 Premium Support (Future Optional Offering)

DigitalCNC may introduce premium tiers offering:

  • Extended or after-hours support windows
  • Live phone or remote-session support
  • Priority request handling and accelerated response targets
  • 24/7 availability for mission-critical operations

Any premium options will be communicated in advance and remain optional.

  1. Accessing Support

4.1 Contact Channels

Support requests must be submitted through the designated support email address or ticketing portal listed on the DigitalCNC website.

4.2 Authorized Contacts

DigitalCNC may require designated organizational contacts for account-level support or escalations.

4.3 Required Information

To facilitate efficient resolution, customers may be required to provide:

  • License and account information
  • Windows build and update level
  • Installed Software version
  • Logs, screenshots, configuration files, and relevant telemetry
  • Clear and repeatable reproduction steps
  • Machine connectivity and controller details

Failure to provide required information may impact response and resolution times.

  1. Priority Levels & Response Approach

Cases are prioritized based on operational impact:

  • P1 – Critical: Software is non-functional, or production operations are halted. • P2 – High: Major functionality is impaired, significantly impacting workflow. • P3 – Medium: Degraded behavior with a viable workaround.
  • P4 – Low: Cosmetic issues, general inquiries, documentation questions, or enhancement requests. DigitalCNC will use commercially reasonable efforts to respond to all cases during business hours.
  1. Windows Environment Requirements

Customers agree to:

  • Operate on supported, licensed, and stable versions of Microsoft Windows
  • Maintain regular OS patching and avoid unsupported configurations
  • Refrain from deep registry edits, OS modifications, or system “hardening” that impacts application stability
  • Configure security and antivirus tools to permit normal DigitalCNC operation DigitalCNC is not responsible for troubleshooting OS-level failures or environmental instability.
  1. Software Updates & Maintenance

During an active subscription, customers are entitled to:

  • Security updates
  • Maintenance releases and compatibility patches
  • Bug fixes and stability improvements
  • Minor feature enhancements and refinements

Major version upgrades, new product lines, or separately licensed add-ons may require additional fees as specified by DigitalCNC. DigitalCNC will provide reasonable notice of such fees.

  1. Modification of Terms

DigitalCNC may modify these Support & Maintenance Terms from time to time upon 30 days’ written notice to Customer. Modifications shall be effective only upon Customer’s renewal of Support Services or Subscription Term. Changes cannot take effect during the then-current Support period without Customer’s express written agreement.

  1. Term and Survival

These Support Terms remain in effect for the duration of any active Subscription Term. Upon termination or expiration of the EULA or Subscription Term, all Support Services obligations terminate. Exclusions and limitations set forth herein shall survive termination.

Version 2.0 | Effective June 2025

Available at: www.digitalcnc.ai/support-terms

DigitalCNC Ltd | Company No. 16453091 | Sheffield, United Kingdom